HappyFox allows your agents to handle inbound calls through the in-app Aircall widget from within the HappyFox app. This article takes you through the entire lifecycle of an incoming call, starting from call arrival up to ticket creation.
Applicable Plans: ✖️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️Enterprise Plus
Call recordings from Aircall can be added as a new ticket or appended to an existing ticket. Call recordings and additional meta-information about the call are captured on the ticket. In addition, tickets are automatically created for calls sent to voicemails.
Inbound calls through Aircall
- When a call arrives, the in-app Aircall widget launches with the caller information.
- You can accept or ignore (Reject) a call.
- You can choose to “mute” yourself during the call.
If the incoming call is answered, there are two scenarios possible:
- Scenario 1: No Contact Found with matching Phone Number
- Scenario 2: Contact(s) Found with matching Phone Number
Scenario 1: No Contact Found with matching Phone Number:
- No contact found message will be displayed on the top left of your HappyFox application.
- Click the message to fill in the contact information and hit "Save".
- Create a new ticket by clicking the "Create Ticket" button on the top right.
- This will automatically create a new ticket and open up the ticket detail page with a default message.
- This default message will get overridden with the call recording once the call is done.
- Private Notes will also open up by default so that you can take notes while you are on call.
Scenario 2: Contact(s) Found with matching Phone Number:
- The count of contacts with a matching phone number will be displayed on the top left of your HappyFox application as shown below.
- If there is just one contact with matching phone number, contact’s name, phone number email, pending tickets, and all tickets are displayed.
- Choose from available contacts or create a new contact for this caller.
- Once contact is associated, you can see the name and email address on the top left of your HappyFox application.
- 1. Clicking on “All Tickets” will take you to the All tickets page with contact filter applied.
- 2. Clicking on “Pending tickets” will take you to the Pending tickets page with contact filter applied.
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3. Clicking on the icon next to email on top left will take you to this contact detail page of the selected contact.
- 4. Clicking "Add to Existing Ticket" lets you add the call proceedings to the corresponding ticket.
- Note: This option will be available for contacts with existing HappyFox tickets.
- The list of current tickets associated with the contact will be displayed. Choose to associate the call with one among those.
- Click "Confirm" to save your choice.
- 5. Clicking "Create ticket" lets you add the call proceedings to a new ticket in your help desk.
- Create Ticket will open up the ticket detail page with a default message.
- This default message will get overridden with the call recording once the call is done.
- Private Notes will also open up by default so that you can take notes while you are on call.
